Kodak and Hewlett Packard are in trouble because they don’t care about their customers. Their leadership is focusing on investors and profit—money rather than people. I say this because they both really piss me off. The first digital camera I got was a Kodak. I was able to download the pictures easily into my computer. Each picture was a file that I could open with several programs. I could copy, delete it, send it in an email. That camera belonged to my boss so when I left the job I got another Kodak camera but what a difference. I couldn’t find the files easily. Everything was tied up in something Kodak wanted me to do. A few years later my daughter sent me some CDs of pictures she had taken and put on a Kodak CD. These got me even more entangled with Kodak. I was unable to send any of these pictures without using some Kodak program. To make matters worse in the process of trying to do what I wanted to do Kodak got into my computer and started sending me unwanted messages each one pissing me off more.
HP is doing the same thing. I got a printer. It is hardware for Gods sake. I don’t want my hardware sending me messages telling me how to do things I have no interest in doing and then, whenever I change a cartridge, they tell me to waste a piece of paper to “align” the cartridge which also uses some of the ink in the cartridge all of which—say it with me now—pisses me off.
The good news is that these two companies are in trouble. Unfortunately the executives who got them in trouble made lots of money, will make more and will probably be hired by some other company at a grossly high salary.
Additional good news there are companies run by people who care about their customers and realize that the best way to serve investors is to serve customers, to focus on customers’ needs.
The bad news is that there are so many people in industry and government who haven’t an empathetic bone in their head.
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